For every twelve hours of downtime, client will receieve one extra day.
To receive service compensation, the client must create an SLA claim via support ticket from their client account.
SLA claims must be submitted within one week (seven days) of the outage.
All SLA claims will be investigated. The outcome of such claims will be decided at the sole discretion of Solace Solutions.
Any SLA claims we deem to be fraudulent will be rejected.
Any SLA claims for scheduled downtime will be rejected.
We deserve the right to deny SLA claims if we believe the client has purposely attempted to cause a service disruption to claim against our SLA (e.g: if we believe the client was involved in initiating a denial of service attack/DDoS against their own service).
This SLA is only valid for direct clients of Solace Solutions.